Nadav Chomed -Zur
Rehovot
Summary
Performance-driven Vice President with 14 years of experience aligning systems with business requirements, policies and regulatory requirements. Passionate about applying excellent organization and communication skills to manage and lead departments. Results and data-oriented individual. former academic officer in 8200 specializing in Information Technology.
Overview
13
13
years of professional experience
Work History
Vice President, Customer Experience
Elementor
07.2021 - Current
- Reporting directly to the Company CEO and Lead the Customer Experience organization during the company's hyper -growth stage.
- Successfully planed and executed two large scale department re- structures in order to adjust and implement best in class Service.
- serving 6M freelancers and SMB customers with more than 60K queries per month.
- Managed 140 professionals in various group under CX wing and budget of $9M yearly.
- Improved Customer satisfaction and service metrics by 60% while reducing 33% cost of the department by implementing innovative process and automatic solutions
- Act as the Customer Voice in the company and lead to major improvements in the product quality as well as payment policy by using data oriented insights and collaboration with senior executives co workers such as CFO, VP Product and CRO.
Director of Support Operations
Elementor
11.2020 - 06.2021
- leading 6 different teams and managers: Tier 3 Support, Billing, Presale , Project Management , NPI Training development & Knowledge. the department include engineers and team leads .Also Act as Escalation POC for VIP customers
- Set up strategy, goals and KPI's for the department in order to provide excellent service to the company's customers across the globe.
- Planning, scoping and implementation of new projects and cross company process with other departments such as R&D, Product, Marketing and Sales for improvements and alignments in order to provide better service all around
Director of Customer Support
Salesforce
01.2019 - 11.2020
- Leading the Tiers 2 & 3 support department that comprises from 4 different teams across 5 countries (Israel, UK, US, Australia and Japan) –in total of 25 support engineers and 4 Team Leads.
- Act as the Technical SME for all related Incidents /security management process with Salesforce executives.
- Work closely with R&D and Product departments and act as the "voice of the customer" in order to improve customer satisfaction.
Director of Service Delivery and Customer Success
Magos Systems
08.2018 - 01.2019
- Lead the company delivering projects and product roadmap from the customer’s point of view and determine the priority of the features for release.
- Manage a team that is responsible for communication with the company’s customers in order to give the best technical and business-wise solution for all of the company’s products in the field of HW and SW.
- In charge of filling in the technical tenders for specific classified projects in country and overseas, also in charge of scoping the project budget and technical contents.
Director of Service Delivery and Customer Success
Essence Group
05.2016 - 08.2018
- Managing and establishing the Delivery and Customer success department that comprise of 20 employees in 4 teams: Customer Success Managers, Tier 2-4 professional support engineers ,DevOps engineers and onsite global Technician team. Also responsible for controlling and determine the department budget.
- Responsible for Pre-Sales and Post Sales activities, partner with finance to provide the best tech and business wise solution.
- Responsible for Customer site installing activities and services as well as tech demos and customization for customers on company products. Also providing and filling in professional Tenders for specific and unique services to customers.
Head of Product and Delivery Department
8200
01.2014 - 05.2016
- Managing a department that in charge of delivering High Tech, innovative, Big Data software Products and Service to a variety of customers in the intelligence community in country and Oversees.
- The department include 30 Employees in 4 teams: Development, Solution architects, Dev-Ops and Professional Service Engineers
- Determining the department's strategy, Products and Projects by analyzing performance and KPI using variety data sources, while keeping close contact Relationship with the Department’s Customers
- In charge of conducting negotiation with Big Tech companies such as Microsoft, Oracle and IBM for purchasing and signing a High Budget contracts for specific tech solutions and software for the department‘s unique customers’ requirements.
Program Manager and Team Lead
8200
05.2011 - 01.2014
- Managing a team of approximately 12 developers and consultants.
- Consolidating the operational requirement, characterization, determining the architecture and Production- all while keeping to schedules, coordinating with colleagues, working with clients.
Education
MBA - Business Administration And Management
Peres Academic Center
Rehovot, Israel 2013
Bachelor of Science - Industrial Engineering
Technion
Haifa, Israel2010
Skills
- Leadership/communication skills
- Strategic account management
- Customer-oriented
- Results and Data focused
- Product development
- Self-motivated
- Service Quality improvement minded
- Forward thinker
Accomplishments
- Developed and implemented real time Customer experience process that resulted in positive impact to the Company and Client base - for that accomplishment the department with my lead won 2 Stevie Awards (Sliver and Bronze) in the field of Customer Success
- Improved Customer oriented metrics by more than 60% such as CSAT .First Response , NPS ,Time To resolve ans etc'.
- Reduce the department cost by 33% by implementing innovative process and automatic solutions
- 8200: Rewarded from 8200 General Commander for intelligence- related technological excellence on a classified project with a challenging and demanding customers.
Timeline
Vice President, Customer Experience
Elementor
07.2021 - Current
Director of Support Operations
Elementor
11.2020 - 06.2021
Director of Customer Support
Salesforce
01.2019 - 11.2020
Director of Service Delivery and Customer Success
Magos Systems
08.2018 - 01.2019
Director of Service Delivery and Customer Success
Essence Group
05.2016 - 08.2018
Head of Product and Delivery Department
8200
01.2014 - 05.2016
Program Manager and Team Lead
8200
05.2011 - 01.2014
MBA - Business Administration And Management
Peres Academic Center
Bachelor of Science - Industrial Engineering
Technion
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